Customer Service Advocate - Benelux Region

Customer Service Advocate - Milton Keynes

Position Overview: The Customer Service Advocate is responsible for the interface between the customers, the field service, and other internal teams. This role also serves as Service Dispatcher and Planner for a team of 7 to 10 Field Service Engineers, ensuring optimal resource utilization and service efficiency. It reports to the Service Delivery Manager and is located in Milton Keynes.The mission is customer satisfaction and the timely execution of service jobs, including remote and field service activities, through to full customer satisfaction and best utilisation of field resources.

Key Responsibilities

• Act as the single point of entry for all customer requests (via email and phone) related to aftermarket service activities for the Netherlands and Belgium.
• Act as Service Dispatcher/Planner for regional Field Service Engineers, ensuring efficient scheduling, maximised productivity, and reduced travel time.
• Coordinate customer appointments in alignment with spare parts delivery and dispatch Field Service Engineers accordingly.
• Coordinate the timely closure of Work Orders in SFDC and SAP and ensure all returns and invoicing are completed in line with KPIs.
• Optimise planning of Field Service Engineers to ensure fast response, reduce travel times, and deliver the best outcome for the customer.

Qualifications

• Education: GCSE, VMBO, MAVO diplomas, or equivalent.
• Experience of working with customers in a similar role.
• Previous experience of SAP and Salesforce.
• Bonus: Dutch or French speaking verbal/written communication.